Network Operations FAQs

You will notice improvements in the way to manage and acquire your connections. Here you will find information about changes in access to the new Cloud Exchange™ and Equinix IX portals, what is new in how to manage and create peering sessions for Equinix Internet Exchange – Partner IX services, peculiarities of the exclusive Cloud Exchange portal, and new model of delivered services notifications (interconnection, connectivity, test system and technical validation).

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Will there be any change in how to manage and contract connections on Cloud Exchange™?

Yes. Starting in October, Equinix will offer an exclusive Cloud Exchange module where customers will be able to manage their connections with major content providers. In this module, customers will be able to add or remove these connections by themselves, without having to contact the Equinix Global Service Desk (GSD). Therefore, these changes influence the cost of the service and will be billed automatically on their next invoice, as usual. In other words, creating new connections generates additional costs, just as removing existing connections reduces service costs. Therefore, we recommend contacting your account manager to receive an updated price list before acquiring new connections. Access to the Cloud Exchange module will be through the Equinix Customer Portal, using your same login information. However, your Master Administrator will have to grant you "Access to the Cloud Exchange Portal" permission, which can be configured through the "User Management" menu.

Will there be any change in how to manage and create peering sessions for the Equinix Internet Exchange service?

Starting in October, Equinix will provide an exclusive module for the Equinix IX service, where customers will be able to perform the following activities:

manage their peering sessions;

choose whether they want to exchange traffic with all participants or only with some specific participants;

access the mailing list to share comments and interact with others;

view current traffic.

All independently and autonomously.

How do I get access to the new Cloud Exchange™ and Equinix IX modules?

"Access to the Cloud Exchange Portal” and “Access to the Equinix IX Portal” permissions in order to carry out activities in these modules. These permissions can be configured through the “User Management” menu. If you have trouble accessing the new modules, contact the Equinix Global Service Desk - (GSD) via phone (0800.878.1202 or 1 866.378.4649) or email (support@equinix.com). or your Customer Success Manager (CSM).

Will there be any change in the notifications that I usually receive from Equinix about Interconnection and Connectivity services?

The entire notification flow will be reviewed and new communication models will be implemented, in order to offer more information and transparency to our customers. Notifications of service incidents for Interconnection and Connectivity will be more proactive and informative. New service activation notifications will also be much more detailed. The maintenance and change management process will become more transparent. This all comes from Equinix’s adoption of international quality standards across all countries where the company operates.

Once my services have been activated, will I be able to test them to make sure they have been configured as expected before beginning use and billing operations?

Yes, this will continue to be done as it is today. For any fulfillment of a new service, we will contact you to test and validate what is being delivered. The only change here is the validation will be performed for a wider range of products, including colocation and connectivity services.

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Equinix connects the world's leading businesses to their customers, employees and partners inside the world's most connected data centers in 52 markets across five continents. In Hong Kong, Equinix's office is in the International Commerce Centre, 1 Austin Road West, Kowloon, Hong Kong. Equinix's Hong Kong data centers are located in the Tsuen Wan and Tseung Kwan O districts.